June 2019 – March 2022
Collectively, Art Storefronts is a team of artists, software developers, marketing experts, and business executives from Austin, Texas.
My responsibilities at Art Storefronts include:
- Engage with customers and help out with various troubleshooting issues
- Daily 2-3 hour Live Workshops via zoom solving client queries and website issues
- Consult with artists across various locations to capture their business problems and work together on how to configure Art Storefronts in order to meet and exceed expectations
- Perform issue Identify, Communicate and Resolve, and resolution for moderately complex issues via various channels (ticketing, chats, and calls)
- Teach and train team members on complex issues with the platform
- Customer retention
- Create and update technical documents and tracking software for internal company use
- In charge of documentation for Art Storefronts Support Center and their marketing Vault
- In charge of custom domain configurations. This includes connecting with Domain Registrars like GoDaddy, Shopify, Wix, SquareSpace, Google, Namecheap, CPanel, Bluehost and others
- Administration Reports in Zendesk and Salesforce
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
- On-boarded and trained all incoming junior tech support specialists.
Key Achievements
- Introduced, planned and implemented Zoom workshop sessions as a new Customer Support channel
- Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
- Restructured the documentation process to make the learning process easy for clients. Thus reducing the help time that the customers need. This also needed to re-design the entire help center.
- Simplify and create processes to automate customer experience.
